Shirley Arits
SAAM
Kinrooi
Summary
Analytical and customer-focused professional with fintech and e-commerce experience at Klarna and Zalando. As a Team Manager, I led a team of 12 agents and acted as a key performance and quality reference point for a department of 50 colleagues. Experienced in working with KPIs such as AHT, CSAT, and resolution accuracy, translating data insights into operational improvements.
I am eager to grow into a Junior Customer Success Manager role where I can proactively manage client relationships, identify risks and opportunities, and contribute to long-term customer success in a compliance-driven environment.
2027
years of professional experience
Work History
Outbound Sales Associate
- Conducted B2B outbound calls for sponsorship campaigns
- Converted leads using consultative value-based selling
- Worked with CRM systems and structured targets
- Contributed to funded mobility projects
Sales Associate
- Delivered premium CX in high-traffic international retail environment
- Balanced service excellence with sales targets under high pressure
- Worked in multilingual, fast-paced operations (EN/DE/FR/NL)
Supervisor
- Managed daily operations, staff coordination, service flow and cash handling
- Trained and supervised employees while improving operational workflows
- Managed social media and supported business growth initiatives
Team Leader - Customer Operations
- Managed and coached 12–13 agents in KPI-driven environment
- First point of contact for ±50 agents
- Led Quality Monitoring and 1:1 coaching (CSAT, AHT, QA)
- Built tools to improve team performance
- Worked with Account Management on process improvements
- Handled escalations across fintech & e-commerce
Customer Service Representative
- Handled high-volume fintech customer interactions in a regulated environment
- Ensured compliance with financial and identity verification procedures
- Maintained high quality monitoring and customer satisfaction scores
- Identified recurring issues and escalated structural improvements
Education
High School Diploma
Bachelor of Science - Psychology
Skills
Customer Success & Stakeholder Management
KPI tracking (CSAT
AHT
QA)
Quality Monitoring & Coaching
B2B outbound sales
CRM systems & structured workflows
Cross-cultural communication (EN/DE/FR/NL)
Languages
English
C1
Advanced
French
B2
Upper intermediate
German
B1
Intermediate
Dutch
C2
Bilingual or Proficient
Timeline
Outbound Sales Associate
SAAM
2026 - Current
Sales Associate
Rituals McArthurGlen Designer Outlet
2025 - 2026
Supervisor
Brasserie Biej Ós Thoes
2019 - 2024
Team Leader - Customer Operations
SYKES, Zalando BE-NL
2021 - 2022
Customer Service Representative
SYKES, Klarna NL-BE
2021 - 2021
Open Universiteit
Bachelor of Science from Psychology
Mosa-RT
High School Diploma
Hobbies
Reading, singing, playing guitar, cooking